Fraud Account Specialist I
On-siteColumbus, Ohio, United States
Job Summary
Manage a high volume of inbound calls, potentially over 100 daily, delivering comprehensive support for financial products and interpreting client needs. Utilize customer service expertise to offer innovative solutions while navigating multiple computer systems with efficiency. Follow all regulatory and departmental practices diligently, taking ownership of each interaction with empathy and composure. Work within a well-defined framework, referring non-standard issues to supervisors, while adapting to new situations and different cultural contexts. Attend scheduled trainings, which may occur outside regularly scheduled hours.
Required Qualifications
- Communication, information gathering, and decision-making skills
- Customer interaction and support skills with at least 1 year of experience in phone or face-to-face settings, while being able to multitask with computer systems and work accurately
- Ability to manage complex customer interactions using empathy, composure, and sound judgment
- Ability to adjust to new situations and effectively navigate different cultural contexts and workplace environments
- Adaptability and efficiency in fast-paced, dynamic, and results-driven environments
- Ability to solve problems and effectively present and explain solutions
- Ability to learn products and systems quickly, embrace challenges as opportunities, and actively seek feedback to improve performance and achieve goals
- Proficient computer literacy skills, with experience in using technology to solve problems and communicate in a professional setting
- High school diploma or GED required
- Candidates must be willing and able to work schedules during our operating hours, which may include evenings and weekends
- This position requires that you attend trainings as scheduled
Desired Qualifications
- Developing ability to use data to understand issues and opportunities
- Developing skills in using AI technology for automation and prompt writing
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